> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/channels/phone/tong-hua-shi-fu-wu-ji-lu-mei-you-jian-li.md).

# No Service Record Created During the Call

## If the agent is still on the call

During the call, ask the agent to open the phone button at the top right to view the current call status, and press the "Create Service Record" button.

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNRu7dk70ei7JV9HlW9%2F-MlEg0E5dgNowoiW0JK2%2F-MlEjUm-hBJB5xoKtr_w%2Fimage.png?alt=media\&token=fcea2a92-70df-4069-9411-56ccabfa4bd1)

## If the agent has already hung up

After the call, you can go to "Call Records" and use the "⋯" dropdown menu behind that call, which did not have a service opened due to this special situation, to manually add a service record, as shown.

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNRu7dk70ei7JV9HlW9%2F-MlEg0E5dgNowoiW0JK2%2F-MlEhBbW6PEuvSKmSJkA%2Fimage.png?alt=media\&token=e1f5a512-deb6-4ef0-af7d-8e8f96af9fc7)

This feature varies based on "permissions"; whether an account can add service records for certain people is determined by whether it has permission to play recordings of specific extensions.

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNRu7dk70ei7JV9HlW9%2F-MlEg0E5dgNowoiW0JK2%2F-MlEhrWOj1sXmTQywMhl%2Fimage.png?alt=media\&token=8e8b0792-0ccb-4540-9790-197dfc99cbd7)